What is the main job of a hotel housekeeper?

The main job of a hotel housekeeper is:

1, responsible for checking the guest's historical information, knowing the arrival and departure times, arranging gifts before the guests arrive at the store, and doing a good job of welcoming guests;

2. Be responsible for the patient rounds before the guests arrive, check the rooms and prepare the dining room before the guests arrive, prepare the room gifts, guide the guests to the rooms and introduce the room facilities and special services in time. Provide welcome tea (coffee, juice), and provide unpacking or packing services for guests;

3. Work closely with the front desk department to arrange the cleaning, sorting, turndown service, pre-meal preparation inspection and dining service of the guest's room to ensure that the guest's needs are met in the first time;

4. Responsible for ordering and dining in room service, providing fruits and newspapers for the day free of charge, collecting and returning guests' clothes, and arranging services such as wake-up, dining and car use for guests;

5. Consult the opinions of the guests during their stay in the hotel, understand the consumption needs of the guests, and coordinate and communicate with relevant departments in time to ensure that the needs of the guests are solved and arranged in time;

6. Know the hotel's products, local tourism and business information in time, and recommend the hotel's service products to the guests in time;

7. Committed to improving personal business knowledge, skills and service quality, maintaining good communication and coordination with other departments, and providing high-quality professional services to guests 24 hours a day;

8. Provide conference and business secretarial services for guests, and provide other related services in a timely and effective manner according to the needs of guests;

9. Organize and collect the consumption information and living habits of the guests during their stay in the hotel, and do a good job in recording and archiving the historical files of the guests;

10, arrange luggage and taxi service for the guests before they leave the hotel to see them off;

1 1, strictly abide by relevant national laws and regulations, industry norms and hotel safety management procedures and systems.

Extended data:

In China's hotel industry, butler service appeared earlier. At the end of 1990s, butler service appeared in high-end hotels in developed areas such as Beijing and Shanghai. Most of these housekeepers have received professional training from British housekeepers and have high professional quality and skills. In recent years, the hotel butler service has spread rapidly throughout the country at an alarming rate, and almost every hotel claims that it can provide butler service. Hotel butler service can bring customers:

1. Bring high-quality service and perfect consumption experience to guests: In modern hotels, the division of labor among departments is very clear, and the cooperation of services is increasingly strengthened, while "butler service" is to coordinate the information communication between departments and better organize the resource integration and coordination of services provided by guests in hotels. After professional butler service training, the butler can obtain information from guests or other departments, transmit information or perform tasks, cooperate with the work of any department in the hotel, provide quality services to guests, and let guests get a perfect consumption experience.

2. Bring good beer and economic benefits to the hotel: service quality is the lifeline of the hotel, which is directly related to the reputation, customers and economic benefits of the hotel. As a true portrayal of quality service, "butler service" in hotel management will not only represent the service level of the hotel to a certain extent, but also guide the direction of hotel service to a certain extent.

Judging from the concept of "customer-centered" butler service, "butler service" pursues the full satisfaction of customers' needs, so the result of successful "butler service" is naturally recognized by customers, good beer and good economic benefits. Only when hotel facilities are endowed with dynamic service groups and spirit can they have value and significance, and customers will feel that they are worth the money and are willing to patronize and become "loyal guests"; They will not only come back, but also bring new guests to help us make the hotel prosperous.

3. Give the hotel competitiveness in the face of market competition: The hotel market is fiercely competitive, and the competition is ultimately the competition between services and hardware. And "butler service" is a service form that can fully optimize these competitive factors. The maintenance of facilities and equipment is an important responsibility in "butler service", and the maintenance level of facilities provided by butler will directly affect the hardware level of the hotel; The "one-stop" hospitality service provided by the housekeeper shows the level of "meticulous full-time service" more vividly; Therefore, excellent butler service is a way to enhance the competitiveness of hotels.

Butler service plan

First, before arriving at the store:

1, know how to check reservations, book reservations, check guest history, and understand guest preferences;

2. Communicate with relevant departments and follow up the preferences of guests in time;

3. Check the room and dining room and the display of gifts two hours before arrival;

(1) The layout of the room conforms to the guests' hobbies and living habits, hobbies and gifts;

(2) Pay attention to the safety and privacy of the guests;

(3) Communicate with relevant departments in time to ensure that guests' preferences are respected and arranged.

Second, during the stay:

1, greet the guests in the lobby ten minutes in advance, make a brief introduction after the guests arrive, guide the guests to the room, and introduce the hotel facilities and rooms;

2. Welcome tea and free fruit will be delivered after the guests enter the room;

3. Work closely with the front desk department to arrange the guest's room cleaning, tidying, turndown service, checking the restaurant preparation, ordering and delivery service.

4. Provide room service, laundry service, wake-up service, business secretary service, car use, schedule, newspaper of the day, weather forecast, business meeting, leisure and other services for guests every day according to their needs;

5. Observe and collect guests' preferences, and properly handle guests' opinions and suggestions;

6. Do a good job of communication and follow-up with all departments of the hotel to meet and exceed the wishes of the guests;

7.24 hours to provide meticulous and thoughtful service for in-house guests;

Third, before leaving the store:

1, master the departure time of the guests;

2. Arrange vehicles, wake-up service and luggage service for guests;

3. Understand the guest's satisfaction with the hotel and ensure that the guest leaves the hotel with satisfaction;

Four, after leaving the store:

1, do a good job in guest file management.

① Company and position

② Contact address, telephone number and email address.

③ Personal photos

④ Comments or complaints

⑤ Preference for guest rooms, catering, entertainment and business.

⑥ Future booking

⑦ Business card

2. Deal with the items left by the guests.

Private butler food delivery service rules

1, after receiving the guest's in-room dining request, feedback the guest's eating habits to the food and beverage department in time;

2. Send the order to the guest room according to the requirements of the guest;

3. Recommend food and drinks for guests according to their meal times and eating habits;

4. Feedback the menu ordered by the guests to the food and beverage department in time, make preparations before meals and arrange food delivery;

5. After the order is delivered to the room, the housekeeper will provide services for the guests;

Matters needing attention in butler service

1, pay attention to the guest's respectful name, and be able to address the guest by his name or position;

2. Whether the guest has religious taboos;

3. Tell the guest your contact information and introduce that the butler service function is to provide services for the guests 24 hours a day;

4. Pay attention to the personality of the guests and choose the corresponding communication and service methods;

5. Whether the temperature, atmosphere (smell, flowers) and music of the room are properly adjusted;

6. The clothes left by the guests should be washed and properly kept;

Special service regulations for private housekeepers

1. Unpacking luggage: operate after consulting customers;

2. Take clothes;

3. Ironing: Ask guests for advice and operate according to the texture and style of clothes.

4. Matching hanging: the clothes of the guests will be uniformly matched, hung in categories and put into the wardrobe.

5. Shoe-shining: implement the guest room shoe-shining procedure.

Baidu encyclopedia-personal butler service